The HubSpot Ticket Creation Feature in Ringover allows you to automatically generate tickets in HubSpot based on the statuses of calls, SMS, and WhatsApp messages. In this guide, you’ll learn how to select a ticket pipeline, define ticket creation rules across channels, and automate your support tracking.

Prerequisites

An active Ringover account integrated with HubSpot.
Administrative privileges on both Ringover and HubSpot dashboards.
The Ringover Omnichannel add-on enabled (required for WhatsApp ticket automation).

Configure automated HubSpot ticket creation

1. Access ticket settings and select a pipeline

Navigate to your HubSpot integration settings in Ringover to assign a target pipeline for new tickets.

Go to your Ringover Dashboard and open the HubSpot Integration settings.
Scroll to the Tickets section and click Configure.
Select your desired HubSpot Ticket Pipeline from the dropdown list.

Set ticket creation conditions

Define rule conditions for each communication status to control when tickets are generated and what status they receive in HubSpot.

Call events

Enable this to capture missed calls, voicemails, or answered calls automatically as actionable tickets.

Locate the Calls section.
In the Then column, choose whether to create a ticket for Answered Call, Missed Call, Redirected to Voicemail, or Outbound Call.
In the As column, choose the HubSpot ticket status to assign.

SMS messaging

Enable this to route incoming customer texts directly to your support queue.

Locate the SMS section.
Configure Incoming SMS (e.g., choose to create a ticket and set the status to "New SMS - Response Required").
Configure Outgoing SMS (e.g., choose to create a ticket and set the status to "Outgoing SMS - Follow-Up Needed").

WhatsApp messaging

Enable this to maintain centralized record-keeping for your omnichannel support channels.

Locate the WhatsApp section.
Configure Incoming WhatsApp Message (e.g., choose to create a ticket and set the status to "New WhatsApp - Response Required").
Configure Outgoing WhatsApp Message (e.g., choose to create a ticket and set the status to "Outgoing WhatsApp - Follow-Up Needed").

2. Save and verify automated tickets

Save your rules to start generating automatic HubSpot tickets whenever communication events occur.

Click Save at the bottom of the configuration page.
Trigger a test communication (such as an incoming call or text).
Check your selected HubSpot Ticket Pipeline to verify that the ticket is created with the designated status.

💡 Tip: Assign distinct ticket statuses to incoming and outgoing messages to keep your HubSpot queue organized and optimize team response times.

🎉 You now know how to configure automated HubSpot ticket creation and can effortlessly track every customer interaction!